OMNI

Unified Messaging, Social & Web Chats with AI powered bot capabilities.

OMNI interfuses all chats into one place as it gets handled by your team through modern channels your customers prefer to interact with you.

Increase your service response rate with AI bots, auto routing of multiple chats to agents, reporting and categorization of chats.

OMNI has both a SaaS and private setup, that allows you to host the platform anywhere you like to get you going with omni channel messaging without worrying about where your data resides in.

Unified Messaging, Social & Web Chats with AI powered bot capabilities.

OMNI interfuses all chats into one place as it gets handled by your team through modern channels your customers prefer to interact with you.

Increase your service response rate with AI bots, auto routing of multiple chats to agents, reporting and categorization of chats.

OMNI has both a SaaS and private setup, that allows you to host the platform anywhere you like to get you going with omni channel messaging without worrying about where your data resides in.

WhatsApp, Telegram, Web and Much More

From social media to common chat platforms like WhatsApp, Telegram, Facebook Messenger, Twitter, Line, Instagram and more.

Private - Your own Instance

Unlike many other solutions, we can completely host everything in your organization though a simple integration method and you are guaranteed that your data is stored in your own network(s). This could be your office or your private clouds.

If you wish to host it with us, there are two options too, our SaaS model or your own private instance in AWS.

Secure & Reliable

We partner with certified and accredited upstream providers for all your chat needs. OMNI also can be setup inside your own preferred datacenter/provider. Also, your storage can be on your own cloud, not ours, if you like. Our SaaS storage and transport is encrypted as well for added security on top of running Cloudflare's powerful WAF with redundancy and geo availability.

Integrate With Slack

Using Slack for you business communications? Now with OMNI, you can integrate all your channels we support into Slack. OMNI allows you to power up your Slack to support more OMNI chats. You do not need to go out of Slack to do all your business communications.

Automate With Bots

Setup conversational AI bots or Q&A bots with guided or freehand inquiries. Our bots are supported on all channels including web channels. We also provide full deployment services so that you can focus on your business.

Do complex Things

OMNI can also be integrated with complex process automation platforms with our APIs. This means, whatever happens in OMNI (new message, replies etc) can be directly integrated into any existing platforms you may have. For example, when a new chat is initiated, open an incident in your ITSM tool.

OMNI Features

Carefully Curated Features That Might Just Work Perfectly For you.

Common social channels like WhatsApp, Website Chats, Telegram, Line, Facebook Messenger, Instagram, Twitter, email and SMS are supported by default. On top of that, we also support custom web chats and integrations to any platform that supports {webhooks}.

You can ensure highest efficiency by our automatic routing of chats to multiple agents and escalate to other teams/agents. Attach labels relevant to the conversation for reporting purposes automatically. .Escalate or route chats to suitable correspondents from your chat window too.

Do not limit yourself to just text. OMNI supports* images, voice notes, video and audio attachments and also location that agents can click and check using Google Maps or Waze or your custom map application.

*Selected channels only

Setup a global canned response that your agents can use directly in their chats. After a particular chat, you can choose to rate the responses by using our customer survey option and get feedback right inside OMNI’s reporting. You can also define business hours so we send a message informing your customers to contact you within your working hours.

Automation allows you to set rules such as ‘what to do when a certain keyword is received’ or ‘what to do when a message comes in from a certain inbox’. 

Searches scrubs through entire organizational chats, and look for keywords that you are interested in. Agents can also insert private notes that are also searchable. Private notes are a fantastic way to have your own notes about a particular chat that only you can see.

Integrate With Your Helpdesk or Enterprise Systems

Improve productivity even more, integrate OMNI with ORENDesk for a complete customer communications solution in one unified platform. You can for example, integrate all our channels into your existing Slack channel(s) therefore powering up Slack to connect to much more channels and all those channels OMNI support

OMNI can automatically create tickets in DESK or any ticketing system you may have through APIs. Qualify chat leads before creating tickets to make your operations structured and efficient. Reduce the noise and let agents decide what should be a ticket and what should not.

Invoke next steps into your enterprise platforms like CRMs, ERP and service management tools using common REST apis and webhooks. For example, to allow your customers to check status of a booking.

Custom Dashboards

With OMNI, you can build any sorts of dashboards with a simple graphical engine as an add on to your awesome OMNI chat experience. Dashboards are a terrific way to visualise your entire operation in one screen and it’s updated in real-time or as often as you want it to update.

 

Subscription, Usage, Setup and Pre-requisites

WhatsApp Business

Subscription:
WhatsApp Business API comes with a monthly subscription cost, a service offered by our Business Service Provider (BSP) 360Dialog
However, WhatsApp Cloud API has no subscription charges. 

Usage cost:
META/Facebook provides free 1000 customer or business initiated messages per month. After that there will be a cost per conversation.
Please refer to this for usage cost from META. If you’ve subscribed from ORENCloud the WhatsApp Business API, ORENCloud will bill you on a monthly basis for messages past 1000. For WhatsApp Cloud API, you will need to pay directly to META/Facebook on your Facebook account that manages your respective Facebook page(s).

Assisted setup:
Yes

Pre-requisite: 
One or more Facebook Business Page(s) preferably a verified business account, administrative access to your Business Page(s). Access to the phone number to receive call during setup. You can use your own numbers or get one from ORENCloud. 

*See WhatsApp footnote

Web Chats

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
Access to your website to add a <javascript> code snippet

Facebook Direct Messages

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
One or more Facebook Business that you have administrative access to.

Instagram Direct Messages

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
Instagram Business Account(s) that is connected to your Facebook Business Page(s) that you have administrative access to.

Twitter Direct Messages, Tweets and Mentions

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
Twitter Professional Account

Line Business

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
Line Business API tokens

Telegram

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
Bots from BotFather in Telegram

Email

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
SMTP/IMAP capable email provider like M365, Google for Enterprises etc.

SMS

Subscription:
Free

Usage cost
None

Assisted Setup: 
Yes

Pre-requisite: 
Twilio account with prepaid balances for incoming and outgoing. 

WhatsApp Footnotes

*For WhatsApp messaging, as of Feb 2022, META claims you can get 1000 free unique conversation per month (a conversation is a unique customer within a 24 hour window). This is for both when sending and receiving WhatsApp. After which, META/WhatsApp charges for usage based on countries, please refer to the pricing table here

Also, take note that outgoing messages (business send to customer) requires pre-approved WhatsApp Templates which usually get approved almost immediately. It is free to create as many templates as you wish per phone number.

Here’s an example of a “valid” outgoing message template:

Hello {{1}}, your Ticket {{2}} has been resolved. Please check your email for further details.

{{ }} – Curley brackets are variables that can be replaced with actual info.

Affordably at..

RM 50
00
/agent/month
  •  

Get OMNI or ask us more